• GVP Role scope includes Customer Success, Strategic Initiatives, Employee and Customer Enablement, Distribution Operations, Product Engineering, PMO, Cloud Migration Services, Product Launch, and Customer Experience teams• Global responsibility spanning all regions of the world with a diverse and industry-leading team of 350+ professionals• Responsible for business growth across a multi-faceted organization and P&L with consistent YOY growth and expansion of margin profile

• Strategic senior executive at Oracle Hospitality focused on Global Programs and Customer Success.• Member of the ELT (Executive Leadership Team) for the Hospitality business unit, which serves over 45,000 global hotels with our industry-leading technology solutions.• Role scope includes leading the Customer Success (account management) global organization, a diverse group of talented technology project managers, our global distribution business unit, and global training.

• Lead and execute Customer Experience strategy across the WageWorks organization, with responsibility for strategic initiatives, operations, program management, channel strategy, outsourcing, and workforce optimization. • Serve on the senior operations leadership team to define strategic plans that advance long-term growth objectives. Work to establish an analytical culture that supports goals for sales, growth, and profitability. • Recent accomplishments include development of key initiatives such as CRM migration, 24x7 operations, and customer satisfaction increase to 95% via chat program launch.• Lead a diverse global team comprised of 8 direct reports/functions and 1500 resources with a combined annual budget responsibility of $60M. • Provide strategic leadership to optimize workforce management practices. • Maintain a focus on process improvement and the best utilization of technology as a cornerstone of the CX strategy. • Travel 30% of the time to conduct visits at business process outsourcing sites, support customer experience initiatives, and attend conferences and industry events.

• COO (Chief Operations Officer) within Sabre Corporation’s fastest growing business unit. Created an unparalleled customer experience across every touch-point and improved operational efficiency to consistently reduce cost as percentage of revenue. • Managed a total of $30+M in annual budget and revenue responsibility encompassing core operations, call center, and a recent acquisition integration. Ran a global 24x7 operation, with more than 500 professionals spanning 10 countries and eight industry-leading functions that included Global Customer Care Level 1-2, Project Management Office, Acquisition Integrations, Data Services, Training, Integrations, and Global Call Center Sales.• Evolved operational scale by driving a 15% improvement in revenue acceleration, 10%+ gains in productivity per department, 20% in EBITDA expansion, and 22% expansion in Call Center revenue growth. Reorganized service delivery and flattened the leadership structure, tracked select KPIs within the operations dashboard, and interacted frequently with decision makers to support major Call Center deals.• Negotiated a highly successful business process outsourcing deal that helped improve turn-around times in Data Services, address seasonal demand fluctuations, and significantly reduced cost. Negotiated and owned the relationship with Salesforce.com in conjunction with an enterprise-wide CRM decision. • Led a 10+ point gain in customer satisfaction with 90% CSAT, a 30%+ run-rate savings, and a quality score of 98%. • Led the acquisition, migration, and integration of a former competitor into the business with an aggressive six-month timeline. Managed the competitor’s business through the transition, with full P&L responsibility of $12M for all business functions, including operations, finance, technology, HR, sales, and account management.

• Responsible for leading a global team of trainers and project managers, overseeing the implementation function, and optimizing the utilization of Sabre Hospitality software with customers. Increased top-line revenue by 20% YoY and expanded EBITDA by 10 points. Achieved an average satisfaction rate of 91% across implementations and training teams while expanding to successfully serve seven countries in eight languages. • Managed $4M in full cost-responsibility annually, led three direct reports and maintained responsibility for a total of 35 full time employees. Recruited, onboarded, and provided training for more than 80% of the team. • Led a project management team to complete implementations across more than 8,000 hotels worldwide and trained 30,000 students annually. Deployed a new strategy to scale training globally through an online university and blended-learning. This approach prompted more closed transactions, vastly increased the customer base, and played a key role in Sabre Hospitality achieving the #1 spot in the Central Reservation System SaaS industry.• Transformed the implementations team from the lowest-performing team in the organization to a center of excellence, with a reputation in the industry of having the best implementation function in hospitality. Documented and standardized all processes, promoted high potential talent, and eliminated low performers.• Traveled internationally, 30% of the time, to support sales efforts, delivery training for key clients, and to kick off major implementation initiatives with customers.

• Responsible for leading the evolution of Sabre’s customer training program to create an effective, scalable, and globally deployable training solution. Managed an annual budget of $1M, along with six team members located in the U.S. and the Netherlands. Led global programs to a range of industry-leading companies that included Mandarin Oriental Hotel Group, Relais & Châteaux, and JAL Hotels Company (Okura Nikko Hotel Management). • Launched Sabre Hospitality University, a global learning management system that spans 10 countries, 8 languages, and more than 30,000 users. Transformed the company’s traditional approach to customer education and created a self-service training model that minimized costs, improved customer satisfaction, and expanded our reach from 80 attendees monthly, to more than 1,000. This six-month project provided an immediate strategic advantage, enabling Sabre to capture a dramatic amount of market share and leapfrog its competitors.• Founded, chartered, and served as chairman of the Sabre Training Conference. This effort established a common center of excellence, best practices, and a forum for our training leaders across the organization.

• Responsible for the launch of Sabre Airline University, a highly innovative learning management system for global airlines. Established a strategic blended learning strategy to advance Sabre’s training programs.• Served as a core project team member, trainer, and installer for the migration of several airlines and critical systems including Kingfisher, Ethiopian Airlines, Air Travel Shopping Engine V2, and Cayman Airways.